Dampak Perilaku Karyawan Hotel terhadap Kualitas Pelayanan dan Kepuasan Pelanggan Secara Keseluruhan di Beberapa Hotel Batam

Pasaribu, Laura Palmaret (2019) Dampak Perilaku Karyawan Hotel terhadap Kualitas Pelayanan dan Kepuasan Pelanggan Secara Keseluruhan di Beberapa Hotel Batam. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

Dunia pariwisata tidak dapat dipisahkan dari industri perhotelan dan sangat erat hubungannya dengan pelayanan dan kepuasan pelanggan. Bisnis perhotelan sangat berkembang pesat di Indonesia khususnya di Kota Batam yang dimana kota tersebut menjadi kota transit internasional yang tidak hanya dikunjungi oleh wisatawan domestik tapi juga mancanegara. Banyaknya merek hotel yang dibangun di Kota Batam menunjukkan bahwa semakin meningkatnya minat para wisatawan berkunjung ke Batam mulai dari hotel yang berbintang dan nonbintang. Semua kepuasan pelanggan dapat diukur dari keberhasilan karyawan hotel dalam menyampaikan pelayanan terbaik mereka. Responden dalam penelitian ini adalah para tamu hotel yang pernah menginap di Hotel Kota Batam yang menjadi sampelnya adalah orang yang pernah menikmati pelayanan dan fasilitas yang diberikan hotel yang di kunjungi di Batam khususnya hotel bintang 4. Sebanyak 321 kuesioner telah disebarkan dan diolah datanya yang diuji dalam SPSS versi 24. Pada penelitian yang telah dilaksanakan, ada beberapa faktor yang mempengaruhi kepuasan pelanggan yang berdasarkan perilaku karyawan dan fasilitas yang ditawarkan oleh hotel yaitu jaminan, daya tanggap, empati, bukti fisik dankeandalan. ********************************************************************** The world of tourism cannot be separated from the hospitality industry and very closely related to service and customer satisfaction. The hospitality business is very rapidly developing in Indonesia, especially in Batam City, where the city is an international transit city that is not only visited by domestic tourists but also overseas. The number of hotel brands built in Batam City shows that the increasing interest of tourists visiting Batam starts from starred and non-starred hotels. All customer satisfaction can be measured by the success of hotel employees in delivering their best services. Respondents in this study were hotel guests who had stayed at Batam City Hotels who were the samples who had enjoyed the services and facilities provided by hotels visited in Batam, especially 4-star hotels. Total of 321 questionnaires had been distributed and processed the data tested in SPSS version 24. In the research that has been carried out, there are several factors that influence customer satisfaction based on employee behavior and facilities offered by the hotel, namely assurance, responsiveness, empathy, physical evidence of reliability.

Item Type: Thesis (Undergraduate)
Additional Information: Similarity: 24
Uncontrolled Keywords: Hotel Employee Behavior, Service Quality, Customer Satisfaction
Subjects: G Geography. Anthropology. Recreation > G Geography (General) > Travel. Voyages and travels (General) > Travel and state. Tourism
Divisions: School of Economic and Business > Accounting
SWORD Depositor: Admin Repository Universitas Internasional Batam
Depositing User: Admin Repository Universitas Internasional Batam
Date Deposited: 19 Oct 2019 04:25
Last Modified: 19 Oct 2019 04:25
URI: http://repository.uib.ac.id/id/eprint/1677

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